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Flash Sale + Social Proof


Flash Sale + Social Proof

Quick Lube Tactics Damaging to Us?


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I see many customers that come to us with either driveability concerns or repair needs that were recommended by local quick lubes. While I am grateful for the referral, it put us in an award position when we try to sell additional sales. We have long adopted the total car care approach, which means, if come to me with a check engine light I am still going to perform my multipoint check and make recommendations on services other than your initial concern.

 

But, what I have found is that the customer referred to us are often not interested in those services, other that the reason why they have brought the car in. I hear comments such as, “Oh the guy at the quickie lube tried to sell that transmission service, but I told him I don’t need it”. I am not sure sometimes if it’s the quality of the customer or the how the service was presented at the quick lube. I feel that maybe their marketing approach is more of push tactic, and not one of a customer benefit type approach.

 

Have other shops seen this too?

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I agree that their tactics have hurt the average shop. Many people have programmed themselves to just ignore what the quick lube guys suggest is just a "trick" to get more of the customers money. Many customers assume regular shops are the same.

 

I have a family member that owns an independent quick lube (which also does regular service). I can say absolutely that he treats his customers well and doesn't try to "oversell" or use "tricks" to pad the bottom line on an invoice. He sells on good service and honesty. Not sure if he's the exception, or the rule... but he's proof that not all of the quick lubes out there are bad.

 

It doesn't help any of us that a quick lube chain (Jiffy Lube) is advertising here in Indiana with a commercial depicting service shop and dealer mechanics as "Mad Max" style maniacs riding toolboxes and engine stands while chasing customers down the road. :angry:

Edited by SHP Bobby
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